Upcoming Courses & Conferences About Customer Experience & Metrics

Tema Frank Speaks about Customer Experience in the Digital Era

For some reason, the spring is a super busy time in the customer experience conferences world. Here are a few events I’ll be at, either speaking, teaching or interviewing others for future Frank Reactions podcast episodes. Customer Experience Strategies Summit This one’s happening …Continue Reading →

From $20 to $500 Million: A Turnaround Success Strategy

Sue Miller used a customer service focused strategy to turnaround a struggling company

When Sue Miller walked into her new job as President of computer products vendor, Softsel, she knew it had problems. While it’s US parent company was successful, the subsidiary she would be leading had not yet turned a profit in …Continue Reading →

10 Steps To Improving Staff Morale, Quality & Profits

Tema Frank & Marcie Kiziak check out the artistry on the shop floor, where staff morale has turned around

Human Resources Vice President, Marcie Kiziak, got a chance to test out her HR theories on how to improve staff morale and turn around a dysfunctional workplace. She was thrown into an industrial coatings company as an interim Operations VP …Continue Reading →

Want to Grow Your Business Quickly? Focus on Employees First!

Grow your business by keeping employees happy by, among other things, giving them all private offices

Happy Employees Produce Happy Customers According to Cuban immigrant and entrepreneur, Chris Izquierdo, if you want to grow your business quickly you need to focus on having happy employees. Get your FREE Transcript Now! When he launched DevFacto Technologies he based the …Continue Reading →

Staples’ Secret For Online Success? Extreme Customer Focus

Hard to imagine, given that Canada is still way behind when it comes to e-commerce, but Staples Canada was in the first wave of companies in the world to test the online waters. The secret to their success, says its CEO, …Continue Reading →

Want More Loyal Customers? Start By Helping Your Suppliers!

Loyal Customers Come from Great Suppliers: A challenge in the home building business

When customer experience experts talk about creating loyal customers we often start by telling you to figure out what your customers’ needs and wants are. Next, we tell you to look at how you are treating your staff. But there’s another component that’s …Continue Reading →

Wish Your Staff Were More Productive? Here Are Some Tips You Might Not Have Thought Of

Lori Schmidt, CEO of GoProductivity sees the link between higher productivity and better customer experiences

When I talk to leaders of manufacturing and construction companies about improving customer experience, I often hear one of two things: We are so damned busy, why would I waste time and money on trying to get even more customers? We …Continue Reading →

How To Do More Great Work in Your Company

MIchael Bungay Stanier, author of Do More Great Work

Ever Feel Like You Are Spinning Your Wheels? It’s a feeling I know all too well.  I’m always struggling to get more done, and especially more of the important things that will move my business forward. So I was thrilled …Continue Reading →

Are You O-Positive? Cool Tool For Employee Engagement & Customer Service Ideas

The other day I went for coffee with a very frustrated marketer. She had been hired by a manufacturing company that claimed they had decided it was time to invest in marketing. Unfortunately, they didn’t really mean it. She’s been stymied …Continue Reading →